@incollection{SchneiderWisselinkNoelleetal.2020, author = {Schneider, Dominik and Wisselink, Frank and N{\"o}lle, Nikolai and Czarnecki, Christian}, title = {Influence of artificial intelligence on commercial interactions in the consumer market}, series = {Automatisierung und Personalisierung von Dienstleistungen : Methoden - Potenziale - Einsatzfelder}, booktitle = {Automatisierung und Personalisierung von Dienstleistungen : Methoden - Potenziale - Einsatzfelder}, editor = {Bruhn, Manfred and Hadwich, Karsten}, publisher = {Springer Gabler}, address = {Wiesbaden}, isbn = {978-3-658-30167-5 (Print)}, doi = {10.1007/978-3-658-30168-2_7}, pages = {183 -- 205}, year = {2020}, abstract = {Recently, novel AI-based services have emerged in the consumer market. AI-based services can affect the way consumers take commercial decisions. Research on the influence of AI on commercial interactions is in its infancy. In this chapter, a framework creating a first overview of the influence of AI on commercial interactions is introduced. This framework summarizes the findings of comparing numerous customer journeys of novel AI-based services with corresponding non-AI equivalents.}, language = {en} } @incollection{SchmitzDietzeCzarnecki2019, author = {Schmitz, Manfred and Dietze, Christian and Czarnecki, Christian}, title = {Enabling digital transformation through robotic process automation at Deutsche Telekom}, series = {Enabling digital transformation through robotic process automation at Deutsche Telekom}, booktitle = {Enabling digital transformation through robotic process automation at Deutsche Telekom}, editor = {Urbach, Nils and R{\"o}glinger, Maximilian}, publisher = {Springer}, address = {Cham}, isbn = {978-3-319-95272-7}, doi = {10.1007/978-3-319-95273-4_2}, pages = {15 -- 33}, year = {2019}, abstract = {Due to the high number of customer contacts, fault clearances, installations, and product provisioning per year, the automation level of operational processes has a significant impact on financial results, quality, and customer experience. Therefore, the telecommunications operator Deutsche Telekom (DT) has defined a digital strategy with the objectives of zero complexity and zero complaint, one touch, agility in service, and disruptive thinking. In this context, Robotic Process Automation (RPA) was identified as an enabling technology to formulate and realize DT's digital strategy through automation of rule-based, routine, and predictable tasks in combination with structured and stable data.}, language = {en} } @inproceedings{RitschelStenzelCzarneckietal.2021, author = {Ritschel, Konstantin and Stenzel, Adina and Czarnecki, Christian and Hong, Chin-Gi}, title = {Realizing robotic process automation potentials: an architectural perspective on a real-life implementation case}, series = {GI Edition Proceedings Band 314 "INFORMATIK 2021" Computer Science \& Sustainability}, booktitle = {GI Edition Proceedings Band 314 "INFORMATIK 2021" Computer Science \& Sustainability}, editor = {Gesellschaft f{\"u}r Informatik e.V. (GI),}, publisher = {K{\"o}llen}, address = {Bonn}, isbn = {9783885797081}, issn = {1617-5468}, pages = {1303 -- 1311}, year = {2021}, abstract = {The initial idea of Robotic Process Automation (RPA) is the automation of business processes through a simple emulation of user input and output by software robots. Hence, it can be assumed that no changes of the used software systems and existing Enterprise Architecture (EA) is required. In this short, practical paper we discuss this assumption based on a real-life implementation project. We show that a successful RPA implementation might require architectural work during analysis, implementation, and migration. As practical paper we focus on exemplary lessons-learned and new questions related to RPA and EA.}, language = {en} } @inproceedings{NursinskiStolbergGangatharanCzarnecki2016, author = {Nursinski-Stolberg, Andr{\´e} and Gangatharan, Kiritharan and Czarnecki, Christian}, title = {Development of a subject-oriented reference process model for the telecommunications industry}, series = {GI Edition Proceedings Band 259 INFORMATIK 2016}, booktitle = {GI Edition Proceedings Band 259 INFORMATIK 2016}, editor = {Mayr, Heinrich C. and Pinzger, Martin}, publisher = {Gesellschaft f{\"u}r Informatik e.V.}, address = {Bonn}, isbn = {9783885796534}, issn = {1617-5468}, pages = {699 -- 712}, year = {2016}, abstract = {Generally the usage of reference models can be structured top-down or bottom-up. The practical need of agile change and flexible organizational implementation requires a consistent mapping to an operational level. In this context, well-established reference process models are typically structured top-down. The subject-oriented Business Process Management (sBPM) offers a modeling concept that is structured bottom-up and concentrates on the process actors on an operational level. This paper applies sBPM to the enhanced Telecom Operations Map (eTOM), a well-accepted reference process model in the telecommunications industry. The resulting design artifact is a concrete example for a combination of a bottom-up and top-down developed reference model. The results are evaluated and confirmed in practical context through the involvement of the industry body TMForum.}, language = {en} } @inproceedings{CzarneckiWinkelmannSpiliopoulou2011, author = {Czarnecki, Christian and Winkelmann, Axel and Spiliopoulou, Myra}, title = {Making business systems in the telecommunication industry more customer-oriented}, series = {Information Systems Development : Business Systems and Services: Modeling and Development}, booktitle = {Information Systems Development : Business Systems and Services: Modeling and Development}, editor = {Pokorny, Jaroslav and Repa, Vaclav and Richta, Karel and Wojtkowski, Wita and Linger, Henry and Barry, Chris and Lang, Michael}, publisher = {Springer}, address = {New York}, isbn = {978-1-4419-9645-9 (Print)}, doi = {10.1007/978-1-4419-9790-6_14}, pages = {169 -- 180}, year = {2011}, abstract = {Market changes have forced telecommunication companies to transform their business. Increased competition, short innovation cycles, changed usage patterns, increased customer expectations and cost reduction are the main drivers. Our objective is to analyze to what extend transformation projects have improved the orientation towards the end-customers. Therefore, we selected 38 real-life case studies that are dealing with customer orientation. Our analysis is based on a telecommunication-specific framework that aligns strategy, business processes and information systems. The result of our analysis shows the following: transformation projects that aim to improve the customer orientation are combined with clear goals on costs and revenue of the enterprise. These projects are usually directly linked to the customer touch points, but also to the development and provisioning of products. Furthermore, the analysis shows that customer orientation is not the sole trigger for transformation. There is no one-fits-all solution; rather, improved customer orientation needs aligned changes of business processes as well as information systems related to different parts of the company.}, language = {en} } @article{CzarneckiWinkelmannSpiliopoulou2010, author = {Czarnecki, Christian and Winkelmann, Axel and Spiliopoulou, Myra}, title = {Services in electronic telecommunication markets: a framework for planning the virtualization of processes}, series = {Electronic Markets}, volume = {20}, journal = {Electronic Markets}, number = {3-4}, publisher = {Springer}, address = {Berlin}, issn = {1422-8890}, doi = {10.1007/s12525-010-0045-8}, pages = {197 -- 207}, year = {2010}, abstract = {The potential of electronic markets in enabling innovative product bundles through flexible and sustainable partnerships is not yet fully exploited in the telecommunication industry. One reason is that bundling requires seamless de-assembling and re-assembling of business processes, whilst processes in telecommunication companies are often product-dependent and hard to virtualize. We propose a framework for the planning of the virtualization of processes, intended to assist the decision maker in prioritizing the processes to be virtualized: (a) we transfer the virtualization pre-requisites stated by the Process Virtualization Theory in the context of customer-oriented processes in the telecommunication industry and assess their importance in this context, (b) we derive IT-oriented requirements for the removal of virtualization barriers and highlight their demand on changes at different levels of the organization. We present a first evaluation of our approach in a case study and report on lessons learned and further steps to be performed.}, language = {en} } @article{CzarneckiSpiliopoulou2012, author = {Czarnecki, Christian and Spiliopoulou, Myra}, title = {A holistic framework for the implementation of a next generation network}, series = {International Journal of Business Information Systems}, volume = {9}, journal = {International Journal of Business Information Systems}, number = {4}, publisher = {Inderscience Enterprises}, address = {Olney, Bucks}, issn = {1746-0972}, doi = {10.1504/IJBIS.2012.046291}, pages = {385 -- 401}, year = {2012}, abstract = {As the potential of a next generation network (NGN) is recognised, telecommunication companies consider switching to it. Although the implementation of an NGN seems to be merely a modification of the network infrastructure, it may trigger or require changes in the whole company, because it builds upon the separation between service and transport, a flexible bundling of services to products and the streamlining of the IT infrastructure. We propose a holistic framework, structured into the layers 'strategy', 'processes' and 'information systems' and incorporate into each layer all concepts necessary for the implementation of an NGN, as well as the alignment of these concepts. As a first proof-of-concept for our framework we have performed a case study on the introduction of NGN in a large telecommunication company; we show that our framework captures all topics that are affected by an NGN implementation.}, language = {en} } @incollection{CzarneckiHongSchmitzetal.2021, author = {Czarnecki, Christian and Hong, Chin-Gi and Schmitz, Manfred and Dietze, Christian}, title = {Enabling digital transformation through cognitive robotic process automation at Deutsche Telekom Services Europe}, series = {Digitalization Cases Vol. 2 : Mastering digital transformation for global business}, booktitle = {Digitalization Cases Vol. 2 : Mastering digital transformation for global business}, editor = {Urbach, Nils and R{\"o}glinger, Maximilian and Kautz, Karlheinz and Alias, Rose Alinda and Saunders, Carol and Wiener, Martin}, publisher = {Springer}, address = {Cham}, isbn = {978-3-030-80002-4 (Print)}, doi = {10.1007/978-3-030-80003-1}, pages = {123 -- 138}, year = {2021}, abstract = {Subject of this case is Deutsche Telekom Services Europe (DTSE), a service center for administrative processes. Due to the high volume of repetitive tasks (e.g., 100k manual uploads of offer documents into SAP per year), automation was identified as an important strategic target with a high management attention and commitment. DTSE has to work with various backend application systems without any possibility to change those systems. Furthermore, the complexity of administrative processes differed. When it comes to the transfer of unstructured data (e.g., offer documents) to structured data (e.g., MS Excel files), further cognitive technologies were needed.}, language = {en} } @inproceedings{CzarneckiHeuserSpiliopoulou2009, author = {Czarnecki, Christian and Heuser, Marcus and Spiliopoulou, Myra}, title = {How does the implementation of a next generation network influence a telecommunication company?}, series = {European and Mediterranean Conference on Information Systems}, booktitle = {European and Mediterranean Conference on Information Systems}, editor = {Irani, Zahir}, publisher = {Brunel University}, address = {London}, isbn = {9781902316697}, pages = {1 -- 11}, year = {2009}, abstract = {As the potential of a Next Generation Network (NGN) is recognized, telecommunication companies consider switching to it. Although the implementation of an NGN seems to be merely a modification of the network infrastructure, it may trigger or require changes in the whole company and even influence the company strategy. To capture the effects of NGN we propose a framework based on concepts of business engineering and technical recommendations for the introduction of NGN technology. The specific design of solutions for the layers "Strategy", "Processes" and "Information Systems" as well as their interdependencies are an essential characteristic of the developed framework. We have per-formed a case study on NGN implementation and observed that all layers captured by our framework are influenced by the introduction of an NGN.}, language = {en} } @incollection{CzarneckiFettke2021, author = {Czarnecki, Christian and Fettke, Peter}, title = {Robotic process automation : Positioning, structuring, and framing the work}, series = {Robotic process automation : Management, technology, applications}, booktitle = {Robotic process automation : Management, technology, applications}, editor = {Czarnecki, Christian and Fettke, Peter}, publisher = {De Gruyter}, address = {Oldenbourg}, isbn = {978-3-11-067668-6 (Print)}, doi = {10.1515/9783110676693-202}, pages = {3 -- 24}, year = {2021}, abstract = {Robotic process automation (RPA) has attracted increasing attention in research and practice. This chapter positions, structures, and frames the topic as an introduction to this book. RPA is understood as a broad concept that comprises a variety of concrete solutions. From a management perspective RPA offers an innovative approach for realizing automation potentials, whereas from a technical perspective the implementation based on software products and the impact of artificial intelligence (AI) and machine learning (ML) are relevant. RPA is industry-independent and can be used, for example, in finance, telecommunications, and the public sector. With respect to RPA this chapter discusses definitions, related approaches, a structuring framework, a research framework, and an inside as well as outside architectural view. Furthermore, it provides an overview of the book combined with short summaries of each chapter.}, language = {en} }